Call Center Representative II, Laboratory Medicine

Union: Non Union
Number of Positions: 2
Site: Toronto General Hospital - 67 College Street
Department: Laboratory Medicine Program Call Centre 
Work Model: On-Site
Reports to: Senior Manager Preanalytic Services
Hours: Minimum 15 hours per week
Shifts: All Shifts and On-Call
Status: Permanent Part Time
Closing Date: July 25 2025

Position Summary
Call Centre representatives are the first point of contact for hundreds of Laboratory Medicine Program (LMP) clients on a daily basis. This experience with the call centre establishes the clients impression of and confidence in LMP.

Duties

• As an integral member of the LMP Call Centre team representatives provide exemplary client support including inquiries for all LMP departments data base searches and maintenance report handling for the various LMP clients including: UHN home hospitals and all external clients and quality management
• Must provide fast accurate pleasant and professional customer service to LMP staff and clients over the telephone
• Understands and uses all aspects of the laboratory reporting system including sending reports to remote printers faxing and via courier
• Maintains strict confidentiality according to UHN guidelines
• Adheres to policies and procedures related to report handling and is responsible for the distribution of reports as well as the transcription of referred-out test results into the LMP LIS system
• Generate database searches for specific test results and order add-on tests in the LIS
• Responsible for communicating to the various laboratories when necessary and in turn telephoning critical value results within 5 minutes of availability
• Ability to search and maintain the LMP Internet Web site database menu to provide specimen requirements to client

Qualifications :

• Completion of Grade XII or recognized equivalent
• Two (2) years related customer service experience
• Knowledge of laboratory terminology and procedures an asset
• Training in data entry telephone techniques preferred
• Computer/work processing database and spreadsheet software experience
• Excellent interpersonal and customer service skills
• Must be able to communicate effectively over the telephone; pleasant telephone manner and attitude
• Excellent verbal and written communication skills with the ability to be emphatic and tactful
• Ability to troubleshoot and resolve clinic/client/customer problems in a diplomatic manner
• Excellent organizational and time management skills
• Knowledge of applicable Hospital and departmental policies procedures guidelines protocols and practices
• Ability to anticipate and tune-in to customers unique needs
• Ability to be consistent and display a positive/helpful attitude
• Ability to work under pressure and use good judgment
• Flexibility required to keep pace with an ever-changing environment
• Strong telephone/customer service focus
• Completion of a recognized post-secondary Office Administration certificate or customer service program preferred
• Microsoft Office environment preferred
• Medical subject knowledge preferred
• Experience working in a health care environment an asset

Additional Information :

Why join UHN

In addition to working alongside some of the most talented and inspiring healthcare professionals in the world UHN offers a wide range of benefits programs and perks. It is the comprehensiveness of these offerings that makes it a differentiating factor allowing you to find value where it matters most to you now and throughout your career at UHN.

• Competitive offer packages
• Government organization and a member of the Healthcare of Ontario Pension Plan (HOOPP  access to Transit and UHN shuttle service
• A flexible work environment
• Opportunities for development and promotions within a large organization
• Additional perks (multiple corporate discounts including: travel restaurants parking phone plans auto insurance discounts on-site gyms etc.)

Current UHN employees must have successfully completed their probationary period have a good employee record along with satisfactory attendance in accordance with UHNs attendance management program to be eligible for consideration.

All applications must be submitted before the posting close date.

UHN uses email to communicate with selected candidates.  Please ensure you check your email regularly.

Please be advised that a Criminal Record Check may be required of the successful candidate. Should it be determined that any information provided by a candidate be misleading inaccurate or incorrect UHN reserves the right to discontinue with the consideration of their application.

UHN is an equal opportunity employer committed to an inclusive recruitment process and workplace. Requests for accommodation can be made at any stage of the recruitment process. Applicants need to make their requirements known.

We thank all applicants for their interest however only those selected for further consideration will be contacted.

Remote Work :

No

Employment Type :

Part-time